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Financial Services Customer Charter

The Financial Services Unit at Guildford Borough Council provides a professional service in accordance with policy and procedures. We will:

  • Be pleasant, approachable and responsive.
  • Treat you fairly, respect your confidentiality and safeguard your personal information.
  • Reply to all correspondence within ten working days.
  • Aim to answer any phone calls within four rings.
  • Publish the ways to make payment on the reverse of all invoices and on the website.
  • Provide invoices in a larger format if required.
  • Publish our debt recovery policy on the website.
  • Publish the statement of accounts and the budget book on the website each year.
  • We will plan our service delivery in the light of the information and views obtained from our customers.

We would welcome your feedback about our customer charter and service standards.  If you have any comments, please let us know.